Refusing to downgrade my package

I've contacted Webafrica on 28 February 2025 and requested a downgrade, I was assisted via their whatsapp portal and provided confirmation of my downgrade.May 2025 I have come to learn that my downgrade was never processed and therefore I'm liable for two months of the HIGHER package which I discontinued with them in Feb,They are now blaming Vumatel and saying Vumatel removed the package I wanted on 4 April.My question is my requested for the downgrade was submited on 28 Feb I was told my downgrade would be effective on 1 April , surely I should've still been placed on the package.Now I'm in arrears for two months and the package I wanted is no longer available.Nobody is willing to help me and they insist on keeping me on the higher package